SENIOR DIRECTOR, WORKFORCE MANAGEMENT

Overview:

Job Title: Senior Director, Workforce Management (Call Center)

Reports to: Global VP – Shared Services

Work Arrangement: Remote

Work Schedule: PH Night Shifts

Job Summary

The Senior Director, Workforce Management (WFM) serves as the global head of Workforce Management, responsible for defining and executing the enterprise-wide WFM strategy across all regions, sites, and client portfolios. This role provides executive leadership over forecasting, capacity planning, scheduling, and real-time operations, ensuring alignment with financial targets, client commitments, and long-term business growth.

This leader drives global standardization, scalability, and transformation of WFM capabilities, positioning the function as a strategic business partner to Operations, Client Services, and Executive Leadership.

The role owns the end-to-end workforce optimization lifecycle, ensuring the organization consistently deploys the right resources, with the right skills, at the right time and cost, to maximize service performance, efficiency, and profitability.

Responsibilities:

Key Objectives and Responsibilities

The Senior Director, Workforce Management is responsible for driving strategic WFM excellence across all client accounts. The role focuses on adding significant value through:

Enterprise Leadership & Strategy

• Define and own the global WFM vision, strategy, and multi-year roadmap
• Position Workforce Management as a core driver of operational and financial performance, not a support function
• Partner with executive leadership to align WFM strategy with business growth, client acquisition, and margin targets
• Lead enterprise-wide transformation initiatives, including automation, digitization, and advanced analytics adoption

Global Operating Model & Governance

• Establish and enforce a globally standardized WFM operating model across all regions and accounts
• Drive governance frameworks, SOPs, and performance standards to ensure consistency, scalability, and compliance
• Optimize centralized vs. site-based WFM structures to balance efficiency and client responsiveness
• Implement best-in-class planning methodologies across forecasting, scheduling, and real-time execution

 

Executive Stakeholder & Client Partnership

• Act as the primary WFM authority for senior leadership, clients, and strategic accounts
• Influence client strategies by integrating WFM into commercial discussions, RFPs, and solution design
• Provide data-driven insights and recommendations that shape operational and financial decisions
• Strengthen WFM’s position as a trusted advisor to Operations, rather than a reactive support function

Performance, Analytics & Continuous Improvement

• Own enterprise WFM performance metrics including:
• Forecast accuracy
• Schedule efficiency
• Service level attainment
• Resource utilization
• Cost optimization
• Drive advanced analytics and predictive modeling to improve planning precision and decision-making
• Lead continuous improvement initiatives leveraging Lean / Six Sigma methodologies
• Ensure rigorous quality assurance of WFM outputs and deliverables

 

Main Duties and Outcome Objectives

1. Global People Leadership & Capability Building

• Build and lead a high-performing global WFM organization, including senior managers and functional leads
• Define and institutionalize WFM competency frameworks and career paths
• Drive leadership development, succession planning, and bench strength across regions
• Coach and influence Operations and Business Leaders on WFM best practices and accountability
• Lead strategic hiring and organizational design to support scalability and future growth

 

2. WFM Product Ownership & Service Excellence

• Own WFM as an enterprise capability and “service offering”, with defined SLAs and value propositions
• Standardize and optimize tools, systems, and methodologies across all programs
• Continuously improve:
• Forecasting models
• Capacity planning frameworks
• Scheduling optimization
• Intraday management practices
• Lead pre-sales and solutioning efforts, ensuring accurate staffing models for new business
• Anticipate and adapt to regulatory, client, and market changes impacting workforce strategy

 

3. Strategic Execution & Operational Excellence

• Drive data-led decision-making using historical trends, predictive analytics, and real-time insights
• Oversee global coordination of:
• Forecasting
• Planning
• Scheduling
• Real-Time Management
• Ensure cross-functional alignment between WFM, Operations, Finance, and Client Services
• Proactively identify risks and implement corrective actions to protect service and financial outcomes
• Act as escalation point for high-impact operational or client issues

 

Enterprise Collaboration & Influence

Serve as a strategic integrator across the business, partnering with:

• Operations Leadership (site, regional, global)
• Client Services & Account Management
• Finance & Commercial teams
• Transformation / Continuous Improvement groups

Key contributions include:

• Long-term capacity and workforce strategy development
• Org design and staffing models for new and existing programs
• Optimization of over/under-utilization scenarios
• Resolution of high-impact conflicts or service risks
• Driving adoption of standardized WFM practices globally

Qualifications:

Professional Experience

• 12–15+ years of progressive experience in Workforce Management, Operations, or related fields
• 8+ years in senior leadership roles with enterprise or multi-region scope
• Proven experience leading global or multi-site WFM organizations in BPO/contact center environments
• Demonstrated success in WFM transformation, centralization, and global standardization initiatives
• Experience supporting large-scale, multi-client, high-growth operations

 

Education

• Bachelor’s degree is preferred
• MBA or advanced degree preferred
• Strong preference for backgrounds in:
• Industrial Engineering
• Business Analytics
• Statistics / Mathematics
• Economics / Operations Management

 

Technical & Domain Expertise

• Deep expertise in contact center operations and workforce optimization
• Advanced knowledge of:
• Forecasting methodologies
• Capacity planning models
• Scheduling optimization techniques
• Erlang / traffic modeling
• Proficiency in WFM platforms such as:
• Verint, NICE, Aspect / IEX, Genesys, Avaya, AWS, and others

 

Core Competencies

Leadership & Executive Capability

• Enterprise-level strategic thinking
• Executive presence and influence
• Organizational transformation leadership
• Talent development and succession planning
• High adaptability in complex, fast-paced environments

Functional & Business Skills

• Advanced analytical and problem-solving capability
• Strong financial and business acumen
• Executive-level communication and storytelling
• Expertise in data visualization and reporting (Excel, dashboards)
• Client-facing leadership and relationship management
• Innovation and continuous improvement mindset
• High precision and execution discipline